(USA) Manager, Operations

Position Summary...

What you'll do...

Job Title: Walmart+ Member Care Manager 

Location: TBD 

Job Summary: 

As a Walmart+ Member Care Manager, you will play a pivotal role in enhancing the member experience by conducting comprehensive business research, collaborating with cross-functional partners, and driving strategic initiatives. You will be responsible for identifying and addressing issues within existing agent care tools, ensuring a seamless experience across all care platforms, and advocating for customer care agents. Your ability to analyze data, tell compelling stories through visualization, and think strategically will be crucial in aligning new initiatives with the company's goals and vision. You will also focus on owning the continuous improvement, user experience, and bringing parity across self-service and agent tools to resolve member defects effectively. 

Key Responsibilities: 

• Conduct quantitative and qualitative business research. 

• Collaborate with cross-functional partners to gain buy-in and identify requirements. 

• Communicate and present findings effectively to various stakeholders. 

• Work comfortably with data and create compelling stories through data visualization. 

• Understand basic principles of product management and project management. 

• Think strategically and anticipate future needs and trends. 

• Focus on enhancing user experience and driving continuous improvement. 

• Be the voice of customer care agents to improve the experience of members contacting care for support due to defects/issues/questions. 

• Have the ability to hit the ground running and start contributing immediately. 

• Question and evaluate any new initiatives to ensure alignment with the company's, organization's, and team's goals and vision. 

• Own and drive the optimization of existing care platforms (chatbot, IVR, and agent support tools) by identifying defects, implementing improvements, and enhancing features to ensure a superior member experience when interacting with care tools or receiving support from human agents. 

• Bring parity in experience across all care platforms such as self-service (chatbot/IVR) and agent tools for a seamless member experience to resolve member defects. 

• Take ownership and show interest in learning and managing specific domains within care, such as fraud, payment, and operations, as needed. 

Required Qualifications: 

• Minimum of 2-3 years of experience in customer care, operations, support, or other relevant skills. 

• Bachelor's degree in a relevant field. 

• Strong communication and presentation skills. 

• Proficiency in data analysis and visualization (Excel, Tableau, Looker). 

• Basic understanding of product management and project management. 

• Strategic thinking skills and the ability to think beyond the current state.